Level 1 Service Request Specialist
BrainRocket is a global company specializing in end-to-end tech products for clients across Fintech, iGaming, and Marketing sectors. With a dynamic team of 1,300 professionals, BrainRocket has established a strong presence in multiple countries, including Cyprus, Malta, Portugal, Poland, and Serbia. The company is seeking a Level 1 Service Request Specialist to join their sub-division team in Valencia, Spain. This role is pivotal in managing service requests and ensuring seamless task execution across various departments.
The Level 1 Service Request Specialist will be responsible for performing initial troubleshooting and escalating issues to Level 2 or Level 3 support as necessary. Key duties include searching the knowledge base for known issues and resolutions, conducting impact analyses to prioritize issues appropriately, and replicating reported issues in appropriate customer environments. The specialist will also gather comprehensive information to facilitate root cause analysis and provide technical resolutions or workarounds. Additionally, the role involves routing or escalating incidents to higher-level support or third parties when required.
Candidates should possess a college degree in a computer or IT-related field, or equivalent experience. Experience with bug and issue tracking systems is essential, along with the ability to multitask in a fast-paced environment. Strong active listening skills, excellent written and oral communication abilities, and a keen attention to detail are crucial. While not mandatory, basic experience with Linux and SQL is considered advantageous.
This position offers a competitive salary range of $40,000 to $55,000 annually. Employees will benefit from 23 days of paid vacation leave, six additional days of undocumented sick leave, and comprehensive medical insurance. The company also provides opportunities for learning and development, including language classes and tennis lessons with partial compensation. Relocation assistance is available for candidates moving from outside the city or country, covering tickets, hotel accommodation for up to two weeks, and visa support for employees and their family members.
BrainRocket fosters a culture of innovation and rapid execution, encouraging employees to shape and launch effective solutions swiftly. The company emphasizes personal and professional growth, offering a supportive environment for career advancement. Joining BrainRocket means becoming part of a team that values bold moves and is committed to creating impactful tech products.